Daphne Visbal

About the Candidate

OVERVIEW

Strategic and results-driven business analyst with a background in international business, data analytics, and client relations gathered through years of rigorous education and work experience in the healthcare industry. Visionary and creative thinker with strong analytical skills adept at conceptualizing solutions that align advanced analytics with business strategy to meet business objectives. Possesses a student mentality, always eager to grow as a professional and help advance an organization’s goals.

 

EDUCATION

Algonquin College of Applied Arts and Technology

Business Administration – International Business, April 2020.

EXPERIENCE

 

DoctorCare| Billing Coordinator, Client Success| Toronto, ON                                                      09/2021-03/2022

·       Supported the day-to-day delivery of DoctorCare’s Billing Care service by submitting, updating and reconciling billing claims and errors.

·       Leveraged the unique needs of clients during the onboarding process to ensure a seamless integration into our services.

·       Ensured that clients were getting the highest possible compensation by helping optimize their practices.

·       Used analytical skills to identify billing & revenue opportunities for customers.

·       Liaised with the Ministry of Health and EMR Vendors to help customers answer questions and resolve billing errors.

·       Used keen attention to detail to help customers complete government paperwork accurately and on-time.

·       Leveraged great customer service skills to maintain positive relationships with customers by answering questions about DoctorCare services and inbound inquiries through our customer support channels.

·       Helped DoctorCare continue to innovate its service offering by listening to customer needs and making thoughtful suggestions to the team.

·       Looked for ways to streamline our service delivery by always thinking “Is there a better way?”.

·       Monitored KPIs and customer satisfaction feedback across all services.

·       Utilized databases management systems to create queries and extract data for the formulation of weekly progress reports for clients’ practices.

 

Global Faces Direct| Quality Assurance Analyst | North York, ON                                           04/2020-02/2021

·       Managed daily call monitoring and evaluation of inbound and outbound donor interactions performed by CSRs.

·       Maintained superior knowledge of quality and compliance standards.

·       Supported in the development of scorecards and KPIs to enable the transformation of CSRs’ roles to expand into a “sales-assist” capacity.

·       Identified gaps and trends within the organization focusing on a cohesive end-to-end donor experience.

·       Used quality monitoring data to compile and track performance at a team and individual level.

·       Escalated concerns identified and be creative in recommending solutions for day-to-day challenges.

·       Supported the execution of new launches, processes and procedures by closely monitoring and providing feedback on successes and opportunities.

·       Conducted and participate in weekly calibration sessions with the Leadership team.

·       Provided actionable data to various internal support groups as needed.

·       Prepared daily and weekly reports for Leadership communicating outcomes of quality assessments.

·       Identified skills to develop.

 

The Ottawa Hospital | Information Technology Liaison (Contract) | Ottawa, ON                       01/2019– 09/2019

Guided and assimilated nurses and physicians at the Ottawa Hospital through the newly implemented & sophisticated Epic EMR.
Kept records of the performance of the software system to aid with the improvement and update of it, leading to a smoother and more reliable system and a subsequent increase in productivity in daily operations.
Aided in the completion of the project two weeks before to the closing date by meeting standards and goals, significantly reducing costs by the Hospital and the independent contractor (Medix).
LEADERSHIP AND PROJECTS

Senior Project | International Market Entries & Mastering International Trade                            01/2020 – 04/2020

Led a team of 4 students to develop marketing and trading campaign for the entry of an established company into newer markets by obtaining feedback from marketing professionals and incorporating key business needs; as well as performing SWOT analyses to determine the viability of the expansion into foreign markets.
Presented a business case for the purchase and sales agreement between two large companies which involved the redaction of contracts, sales agreements, ICPOs, LOIs, and RFPs.

SKILLS

 

Fluent in rational database management systems mySQL and MSSQL with Azure, as well as HTML and CSS programming languages. Can utilize basic JavaScript and Python concepts to better assess data.
Communicate with fluency in spoken and written English and Spanish; as well as basic French and Portuguese.
Providing expertise in data storage structures, data mining, and data cleansing
Translating numbers and facts to inform strategic business decisions
Analyzing sales figures, market research, logistics, or transport data
Coming up with solutions to costly business problems
Plan, implement and evaluate projects by applying project management principles.
Develop and present an international marketing plan, and evaluate sales strategies that support an organization’s integrative trade initiatives.
Prepare market entry analysis for international markets through conducting market research and analyzing competitive factors.
Proficient on Microsoft Office with advanced Excel skills, Salesforce, and Adobe software, as well as different electronic health records such as Epic, Accuro, Oscar, and EMR advantage.
Utilize interpersonal communications strategies to communicate and cooperate effectively with others and lead teams in an effective manner.
Use accounting and financial principles to support the management and operations of an organization.
Perform work in compliance with relevant statutes, regulations and business practices.
Organize and study data in the form of entries through the use of software, always keeping close attention to detail.